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Ciarem has two roles you assign to teammates: Admin and Agent. The role decides what someone can open and change, and how much of the Inbox and Contacts they can see.

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Admin

Full access to everything. Admins both set the product up and run it day to day: the whole Dashboard and Metrics, every conversation in the Inbox, all Contacts (including editing, merging, and deleting), Catalogs, all Channels and message templates, the entire AI configuration (Control center, Knowledge base, and the Evaluation center), Team management (users, teams, tags, and assignment rules), and Settings and billing. If a teammate needs to configure the AI, connect a channel, manage the team, or change the plan, they must be an Admin. You assign the role when you invite someone, and can change it later, from Team management > Users: The Users screen in Team management: each user's role and status, seat usage, and the Invite user button

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Agent

The focused role, for front-line reps who handle the conversations assigned to them. An Agent lands straight in the Inbox and sees only their own assigned chats. They claim conversations from the queue and cannot reassign or transfer them to someone else. In Contacts, an Agent sees and can edit only the contacts they own, so they can keep the details and funnel stage of their own leads current. They can also consult Catalogs, so they can look up products, services, and prices while chatting. Agents do not see the Dashboard, Metrics, Channels, message templates, AI configuration, Team management, or Settings.

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At a glance

  • Dashboard and Metrics: Admin only
  • Inbox: everyone (Agents see only their own assigned chats)
  • Contacts: Admins see and edit everything; Agents see and edit only the contacts they own
  • Catalogs: everyone can consult them
  • Channels and message templates: Admin only
  • AI configuration (Control center, Knowledge base, Evaluation center): Admin only
  • Team management (users, teams, tags, assignment rules): Admin only
  • Settings and billing: Admin only

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Working in more than one organization

Each organization is a fully separate workspace: its own channels, contacts, agents, and billing. If you belong to several, for example an agency running Ciarem for multiple clients, switch between them from the menu on your name at the bottom of the sidebar. Switch organization lists every workspace you are a member of, and picking one switches you in place, no sign-out needed. The option only appears once you belong to more than one. The account menu open on the sidebar, with the Switch organization submenu listing the user's workspaces You join additional organizations by being invited to them (from Team management > Users on the inviting side). There is no self-serve “create organization” button. The same menu holds Account (your personal profile and security) and, for admins, Organization (the workspace’s name and logo).

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Changing a role

Roles are managed under Team management, where an Admin can invite teammates and change anyone’s role at any time. Give the least access that lets someone do their job: Agent for reps who answer their own chats and work their own contacts, and Admin for the people who configure the platform, work the whole Inbox, and manage billing.